06.c) Ignite Service Desk
- Ignite Service desk is created to manage & track the technical requests of Ignite App in a structured manner.
- Mail VS Ignite Service Desk? – Raising a ticket in Ignite Service for any issue/request related to Ignite App is much smoother than sending an email due to the volume of requests that come in.
- Who can do it?
Anybody with access to Ignite App.
- When to do it?
Below are the various scenarios for which you can immediately raise a request using the Bhumi Service Desk:
- Enhancements in current applications/forms/pages or New application/forms/pages request.
- Technical glitches
- Data correction/updation/deletion/status change
- Uploading centre engagement form
- Information needed on Ignite App
- Any other request regarding the Ignite App.
- Pre-requirements to raise a request?
Supporting file – Always try to crosscheck & provide the relevant supporting file. Especially for technical glitches or enhancements please upload a screenshot/video for faster resolution.
- How to do it?
- Go to your Ignite App and under utility forms tab click on Ignite Service Desk or visit here.
- Fill up the category & details based on the below table.
- Give your contact details, chapter & project details. Incase of any further clarifications, this will help the data analyst team to directly contact and resolve the issue.
- Click on submit once all the fields are filled. It will be taken by the data analyst team and resolved within the resolution time if all details are provided.
| Category | Description of the Issue/challenge/request | To fill | Resolution Time |
| Access Issue – Ignite | 1. Ignite App invite link was not received even after attending training2. Ignite App Invite link expired3. Ignite App invite Link to be resent after deleting previous account | Provide details such as email id, name. If many volunteers, provide it in a tabular form. | 3 Days |
| Application slowness | Despite having access, if a page/record in the mobile app or website is not loading or very slowly loading. | Describe with screenshots or video of the issue(screen capture) | 1-2 days |
| Other – Asset Placement Letter | To upload the asset placement letter in the database | Mention the centre details & attach the asset placement pdf | 1-2 days |
| Other – Centre Engagement Form | To upload the centre engagement form in the database | Mention the centre details & attach the centre engagement pdf | 1-2 days |
| Student Master update | Adding new students to the database | Provide the data in the correct format as provided here | 2 day |
| Student Master update | Changing status of student from dormant to active | Details of student data to be clearly mentioned ; For Student – ID, Name and Class ; For volunteer – Email ID | 1 day |
| Attendance Correction | If a student/volunteer attendance has been wrongly updated & has to be deleted/modified. | Date, Details of student/volunteer data to be clearly mentioned ; For Student – ID, Name and Class ; For volunteer – Email Id | 1 day |
| Incorrect Data | Apart from student/volunteer attendance, If there is any incorrect data entered (eg. Incorrect assessment) in Ignite app. | Details of student data to be clearly mentioned ; For Student – ID, Name and Class | 1 day |
| Other – Application Error | Certain modules not workingeg: not able to open student attendance | Explain it briefly & screen shot is required | 2 days |
| Other – Application Error | Any formula mistake in Zoho | Explain it briefly & screen shot is required | 3 days |
| User Query | Any information needed, query or doubts regarding database – Clearly mention the DB, forms, App etc. | Explain it briefly & screen shot is required | 2 days |
| Enhancements | Giving user access to existing forms, Reports & Dashboards Eg: Extending SPO assessment access to centre coordinators | Explain it briefly & screen shot is required | 7 days |
| Enhancements | Cosmetics Changes Changing look and feel of existing reports, forms Eg: Changing color coding of graphs | Explain it briefly & screen shot is required | 7 days |
| Enhancements | Suggestion for improvement – Addition or changes in existing reports eg: Adding median attendance in class status reports | Clearly explain the requirement. | Minor: 3 daysMajor: 15 days |
| Enhancements | New Feature in App – New reports, Pages & Dashboards in existing App Eg: Volunteer tracker dashboard | Subject to be clearly defined and of an approved requirement (to be discussed with National support team prior raising the request) | 15 days |
| Enhancements | New Application – Developing a new database management systems Eg: New application for events/projects like Nakshatra, Ignite App | Subject to be clearly defined and of an approved requirement (to be discussed with National support team prior raising the request) | 30 days |
| Query in the CCT Page/Content | If you have any doubts on the content page of your project | Clearly explain your query with screenshots if necessary | 3 days |
| Sharing new Content | If you have new content to be added to the content page of your project | Describe the topic & attach the necessary files | 3 days |
| Other | Any other challenge/request/issue you face | Clearly explain your challenge/request/issue with screenshots if necessary | 3 days |